Customer Experience Manager | Dubai | All Jobs Ads Today


Job Description


The Customer Manager is in charge of carrying out activities to enhance customer relationships and satisfaction. Their primary task involves collecting, analyzing, and interpreting data from customer interactions to create and implement a top-notch improvement program. They also take action based on feedback and internal improvement opportunities to enhance customer experience and improve customer care performance.


Job Responsibilities


  • Introduce a customer-focused culture within the organization.

  • Improve customer satisfaction by analyzing their journey and enhancing touch point surveys.

  • Coordinate customer engagements across departments and work with ambassadors.

  • Develop programs to enhance processes related to customer interactions.

  • Motivate leaders and peers to act on customer feedback for better customer experience.

  • Establish effective communication channels for customers to reach the company and vice versa.

  • Implement Automated Call Distribution to improve call quality, ticket closure, and response time.

  • Monitor and report on strategies to enhance CSAT, NPS, CES, and overall customer experience.

  • Analyze customer feedback and KPIs to derive insights and create action plans.

  • Recognize and share success stories within the network to encourage best practices.

  • Plan and execute customer visits with follow-up on action plans.

  • Use simple language and avoid repeating information.

 

Job Title

Customer 

Country/Location

Dubai, United Arab Emirates

Company Industry

Salary

Not disclose

Number of post

1

Closing date

September 2023

 

Job Requirements


  • This role requires the ability to coordinate and solve problems, design processes, lead without formal authority, manage stakeholders, and think strategically.

  • Previous experience with the Salesforce platform is necessary.

  • You should have 5-8+ years of experience in the shipping and logistics field.

  • Experience in project management, business process management, transformation, continuous improvement, digitization, and customer experience is required. You should be able to execute process improvement initiatives and projects that align with business objectives.

  • Familiarity with Lean Six Sigma and other methodologies is a beneficial.

  • You should have a track record of engaging in innovation initiatives,  transformational change, and process improvements.

  • Strong skills in change management, influence, and negotiation are essential.

  • Excellent communication, interpersonal, presentation, and decision-making skills are necessary.


Benefit:


Attractive opportunities and chances to learn and advance in a worldwide corporation.


Skills


Customer Journey Mapping, Customer Experience, NPS, CX, and Shipping.


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